Deputy Head - Customer Care

Areas of Responsibility & brief description

Design and develop Customer Care (Complaints, Refunds & Social Media channels) procedures & modules

Develop service level standards focused on response times and issue resolution.

Take ownership of customer issues and follow-up with problems through adequate solution.

Improve customer service experience & create engaged customers

Take ownership of customer’s issues and following problems through to a resolution and provide feedback to the company regarding service failures or customer concerns.

Set a clear mission and deploying strategies focused towards that mission

Develop service procedures, policies and standards

 Manage the day-to-day performance of the Customer service function to deliver a best in class service, meeting or exceeding all KPIs and within budget.

 Set the strategy for the development of the customer care function, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.

Be responsible for the end to end customer care processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.

 Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.

 Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

Deliver cost efficiencies and increased in Customer Satisfaction Scores.

Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met as applicable to the function.

Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes

Judicious use of natural resources

Shall adhere to the environment health and safety policy/objectives and guidelines of the organization

Education: Minimum: Postgraduate or Global Equivalent Degree in any stream

Experience: Over 15 years of work experience in BPO / Travel / Hospitality industry of which last 5 to 7years should be in senior management position/level.

Knowledge and Key Skills

• Sound Implementation knowledge on the following: CMMi 5, ITIL, ISO, ISMS
• Should have implemented Quality improvement programs and defect prevention mechanism
• Experience with statistical analysis techniques ( like: Statistical Distribution, Hypothesis testing, Different types of Control Charts,)
• Should have worked with statistical analysis tool
• Implementation knowledge on Metrics, SLAs programs and worked on defining and automating Metrics
• Should have conducted process and Product audits
• Should have worked in automating Processes Metrics/IQA etc.
• Should have cross domain knowledge and experience (e.g. HR, IT, Admin, Finance, Operations) in a large set-up spread over a wide geographical area.
• Experience in strategic planning & execution
• Project management and people management skills.